Cannot create a support account

[s.nguyen]

So I have bought the Palo Alto Firewall Bundle in the AWS Marketplace and was registering a support account, but when I log in the I get the following message:

UnAuthorized Access

Your email address, **********, was not found in the support portal. Please make sure to sign in with an email address that is associated with a support portal account. Click here to log out from this account.

For additional assistance, please see the Get Support page on the Palo Alto Networks Live Community.

I cannot use the support even though it should be in the license. What is the problem here?

[s.nguyen]

Or how can I get Support without creating a Support account first? I get errors when trying to create one and the message tells me to get Support but I can't because I cannot create a support account.

[Vincent.Cai]

I encountered similar issues. I purchased a new PA firewall and I want to create a support account, but I failed.  The error message simply says to contact support.  I called Palo Alto support, however, the support told me to open a support case in order to get support. I told her I can NOT create support account so I can NOT open support case at all. it is a dead lock. However, support just told me without the support case, she can not help me. Really frustrated.

How can Palo Alto treat customers like this?   Unbelievable.

[TomYoung · Accepted solution]

Hello @s.nguyen and @Vincent.Cai ,

Here is the form to request login assistance to the CSP.  https://www.paloaltonetworks.com/services/support/login-assistance

Thanks,

Tom